{"id":34942,"date":"2010-02-01T17:53:50","date_gmt":"2010-02-01T16:53:50","guid":{"rendered":"https:\/\/gestions-hospitalieres.fr\/?p=34942"},"modified":"2018-03-12T15:17:07","modified_gmt":"2018-03-12T14:17:07","slug":"espaces-accueil-clientele-chu-hopitaux-de-rouen","status":"publish","type":"post","link":"https:\/\/www.ricom-web8.com\/gestions\/espaces-accueil-clientele-chu-hopitaux-de-rouen\/","title":{"rendered":"Les espaces accueil client\u00e8le du CHU-H\u00f4pitaux de Rouen"},"content":{"rendered":"<span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Temps de lecture\u00a0: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span><h1>Un service certifi\u00e9 ISO<\/h1>\n<p>Au CHU-H\u00f4pitaux de Rouen comme dans de nombreux \u00e9tablissements hospitaliers, l\u2019optimisation de la facturation passe par une d\u00e9marche qualit\u00e9. Mais les espaces accueil client\u00e8le (EAC), qui assurent les missions d\u00e9volues traditionnellement aux bureaux des entr\u00e9es et aux admissions (accueil physique, cr\u00e9ation des dossiers administratifs pour les soins externes et les hospitalisations, facturation des soins, contentieux), ont la sp\u00e9cificit\u00e9 d\u2019\u00eatre certifi\u00e9s sous la norme ISO 9001 depuis 2003. L\u2019\u00e9tablissement a obtenu, en octobre 2009, le renouvellement de son certificat, sous la version 2008 du r\u00e9f\u00e9rentiel ISO 9001.<\/p>\n<h1>Une d\u00e9marche d\u2019am\u00e9lioration continue<\/h1>\n<p>La d\u00e9marche qualit\u00e9 adopt\u00e9e aux EAC du CHU de Rouen repose sur une d\u00e9marche d\u2019am\u00e9lioration continue, d\u00e9ploy\u00e9e au quotidien sur toutes les fonctions assum\u00e9es par le service. Elle facilite l\u2019atteinte des objectifs d\u00e9finis : d\u00e9lai de gestion des dossiers externes et des dossiers d\u2019hospitalisation, nombre de dossiers cr\u00e9\u00e9s par \u00e9quivalent-temps plein par mois, taux de doublons d\u2019identit\u00e9&#8230; Leur degr\u00e9 de r\u00e9alisation est suivi au moyen de tableaux de bord mensuels regroupant des indicateurs permettant de suivre les \u00e9carts \u00e9ventuels aux objectifs. Ces tableaux constituent une aide pr\u00e9cieuse \u00e0 la prise de d\u00e9cision. Ils fournissent des \u00e9l\u00e9ments objectifs utiles dans le dialogue avec les autres directions.<\/p>\n<button data-toggle=\"collapse\" data-target=\"#enc_2010_123_01\">FIGURE 1<\/button><div id=\"enc_2010_123_01\" class=\"encadre collapse\"><p><span class=\"surtitre_enc\">figure 1 <\/span><\/p>\n<h2>Am\u00e9lioration continue de la qualit\u00e9<\/h2>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-34966\" src=\"https:\/\/gestions-hospitalieres.fr\/wp-content\/uploads\/2017\/07\/Capture-d\u2019\u00e9cran-2017-07-03-\u00e0-10.24.11.png\" alt=\"\" width=\"600\" height=\"661\" srcset=\"https:\/\/www.ricom-web8.com\/gestions\/wp-content\/uploads\/2017\/07\/Capture-d\u2019\u00e9cran-2017-07-03-\u00e0-10.24.11.png 600w, https:\/\/www.ricom-web8.com\/gestions\/wp-content\/uploads\/2017\/07\/Capture-d\u2019\u00e9cran-2017-07-03-\u00e0-10.24.11-272x300.png 272w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<\/div>\n<p>Pour r\u00e9pondre \u00e0 la norme ISO 9001, l\u2019ensemble de l\u2019activit\u00e9 du service a \u00e9t\u00e9 d\u00e9clin\u00e9 en processus (management, am\u00e9lioration, gestion des ressources humaines, accueil client\u00e8le\u2026) et protocoles de travail (accueil\/information, cr\u00e9ation de dossiers administratifs consultation et hospitalisation, r\u00e9gie de recettes, sortie) dont le respect permet l\u2019homog\u00e9n\u00e9it\u00e9 des pratiques des 113 agents.<\/p>\n<p>Le syst\u00e8me de management de la qualit\u00e9 repose sur l\u2019existence de r\u00e9f\u00e9rents qualit\u00e9 et m\u00e9tier, chacun \u00e9tant un expert sp\u00e9cialis\u00e9 dans l\u2019une des fonctions assur\u00e9es par le service. Leur r\u00f4le consiste \u00e0 faire remonter les informations transmises par leurs coll\u00e8gues sur les dysfonctionnements constat\u00e9s (probl\u00e8mes d\u2019utilisation du logiciel par exemple) et les am\u00e9liorations \u00e0 apporter. Ils sont \u00e9galement charg\u00e9s de diffuser sur le terrain les d\u00e9cisions prises lors des r\u00e9unions r\u00e9f\u00e9rents qualit\u00e9 et m\u00e9tier et des r\u00e9unions de l\u2019encadrement. Enfin, ils assument un r\u00f4le de tuteurs aupr\u00e8s des nouveaux personnels, en les formant sur le terrain.\u00a0Le respect du r\u00e9f\u00e9rentiel ISO 9001 conduit, de fa\u00e7on syst\u00e9matique, \u00e0 identifier les points sensibles, \u00e0 les tracer et \u00e0 r\u00e9soudre toute anomalie.<\/p>\n<p>Le croisement de l\u2019ensemble des \u00e9l\u00e9ments de description de l\u2019activit\u00e9 (processus et protocoles des fonctions, tableaux de bord, fiches d\u2019anomalies\u2026) synth\u00e9tise l\u2019\u00e9tat d\u2019efficience du service et rend visibles les aspects du fonctionnement du service devant \u00eatre am\u00e9lior\u00e9s. En d\u00e9coule une grande r\u00e9activit\u00e9 du service en cas de dysfonctionnements susceptibles d\u2019induire des erreurs de facturation, soulign\u00e9e comme un \u00ab point fort \u00bb dans le dernier rapport d\u2019audit. La certification garantit ainsi l\u2019adaptabilit\u00e9 des EAC aux changements r\u00e9glementaires affectant son champ d\u2019action comme, par exemple, la mise en \u0153uvre du parcours de soins.<\/p>\n<p>La certification favorise surtout l\u2019implication forte de tous les agents au service de l\u2019accueil du patient. L\u2019auditrice en charge de la derni\u00e8re visite de certification a \u00e9t\u00e9 marqu\u00e9e par la grande attention que les personnels des EAC, soucieux de trouver la solution la plus adapt\u00e9e \u00e0 sa situation,\u00a0 portent \u00e0 chaque patient. Gr\u00e2ce \u00e0 la d\u00e9marche qualit\u00e9 engag\u00e9e, le travail a acquis un sens nouveau, irr\u00e9ductible \u00e0 la seule ma\u00eetrise de la technique de facturation.<\/p>\n<script>function PlayerjsAsync(){} if(window[\"Playerjs\"]){PlayerjsAsync();}<\/script>","protected":false},"excerpt":{"rendered":"<p>Un service certifi\u00e9 ISO Au CHU-H\u00f4pitaux de Rouen comme dans de nombreux \u00e9tablissements hospitaliers, l\u2019optimisation de la facturation passe par une d\u00e9marche qualit\u00e9. Mais les espaces accueil client\u00e8le (EAC), qui assurent les missions d\u00e9volues traditionnellement aux bureaux des entr\u00e9es et aux admissions (accueil physique, cr\u00e9ation des dossiers administratifs pour les soins externes et les hospitalisations, facturation des soins, contentieux), ont la sp\u00e9cificit\u00e9 d\u2019\u00eatre certifi\u00e9s sous la norme ISO 9001 depuis&hellip; <\/p>\n","protected":false},"author":23133,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[26,2],"tags":[1553,248,1720,5839,508,136,1117],"class_list":["post-34942","post","type-post","status-publish","format-standard","hentry","category-dossier","category-gestions-hospitalieres","tag-bureau-des-entrees","tag-certification","tag-certification-iso-9001","tag-chu-rouen","tag-demarche-qualite","tag-facturation","tag-optimisation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.8.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Les espaces accueil client\u00e8le du CHU-H\u00f4pitaux de Rouen - Gestions hospitali\u00e8res<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ricom-web8.com\/gestions\/espaces-accueil-clientele-chu-hopitaux-de-rouen\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les espaces accueil client\u00e8le du CHU-H\u00f4pitaux de Rouen - Gestions hospitali\u00e8res\" \/>\n<meta property=\"og:description\" content=\"Un service certifi\u00e9 ISO Au CHU-H\u00f4pitaux de Rouen comme dans de nombreux \u00e9tablissements hospitaliers, l\u2019optimisation de la facturation passe par une d\u00e9marche qualit\u00e9. 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